Dundas, Ontario, Canada
Experienced Senior Performance Analyst with a demonstrated history of working in the telecommunications industry. Skilled in Operations Management, Service-Level Agreements (SLA), Workforce Management, Contact Centers, and Management. Strong research professional
Teaching karate classes at all levels including black belts at the YMCA of Hamilton, Burlington, Brantford locations
Responsibilities •Support and maintain the Customer Care Centre associate scorecard systems •Preparation and analysis of large amounts of data to drive improved performance and outlier management •Development, maintenance and administration of reporting tools to identify trends and opportunities within key business metrics •Support and build strong relationships with the Customer Care Inbound Management team to both enable and influence the effectiveness of contact centre agent coaching and performance management activities •Lead & Innovate with new analytics, metrics •Delivery of weekly, monthly and quarterly insight based reports •Create presentations to communicate progress toward business objectives, performance and recommendations •Deliver regular status updates regarding progress within various project assignments •Lead or Participate in Reporting & Analysis assignments and projects in other areas of Contact Centre operations, Workforce Management, etc. as required